5 Ways to Evolve the Customer Experience

Netcall looks at how you should be responding to the changing customer experience climate.

Over the last 5-7 years we’ve seen a dramatic shift in customer expectations. Consumers want quick resolutions to their issues, and will respond if they don’t get them. Criticism on social media and customers switching suppliers are two key concerns for modern businesses.

Here are our top technology tips for success in managing customer experience:

1. Make life easy for customers

Getting a 360° view of your customer makes it far easier for your agents to answer questions, resolve issues and process requests.

Having a consistent and repeatable way of capturing all interactions with customers across multiple channels reduces the number of applications needed by contact centre agents, making a big difference to your customers’ experience.

2. Get customer data where you need it 

Are you able to route service requests to the right back-office department, track services against service-level agreements and ensure that updates are delivered back to the contact centre and the client?

Gaining access to back-office data helps promote First Contact Resolution (FCR), increasing customer satisfaction and building customer loyalty.

3. Use software that changes with your needs

Look out for technology that is highly intuitive, easy to use, well-designed and can adapt to your needs. For example, our task wizard makes it easy to design your own forms, processes and workflows and give consistency to your service delivery.

Being able to create both simple and very complex workflows, all using drag-and-drop technology, means that a process or form can be created or updated without the need to employ expensive technical consultants.

4. Increase productivity, reduce duplication and minimise costs

Cost savings are key. A recent National Digital Report (2015) estimated that, on average, re-keying existing data costs UK local authorities over £35k per year.

Our business process automation tools allow data to be entered once and then shared with any back- or front-office application that requires it, using advanced and fully customisable workflows.

Front-office agents, or indeed customers, can initiate a process that is then automated until its conclusion or until it requires human interaction. This frees up agent time, minimising potential bottlenecks and keeping costs down to a minimum.

5. Analyse your customer journey

Having a full set of reporting enables you to track your customer interactions in detail; who contacted you, when, by what medium, what their query was, what steps they went through and what the outcome was.

All this information on the customer and their case should be constantly tracked and stored, giving you a full digital history of the customer.

Providing a great customer experience will be one of the fundamental differentiators in the future between organisations that succeed or fail. Having the technology in place to help you streamline customer engagement and save costs will make a big difference.